Customer experience management is the process of strategically managing a customer's entire experience with a product, service, and company. Throughout the course, students will investigate the importance of establishing the unique brand experience by examining the experience for different brands, establishing service benchmarks, and determining the key principles of quality and satisfaction. Students will evaluate how to design the brand experience including analyzing the physical and social servicescape and evaluating the critical touchpoints throughout the customer experience journey. Lastly, the course examines the effects of customer psychology, emotions, social styles, and body language and how these affect customer behavior such as complaints, service recovery, loyalty, return intention, and word-of-mouth.

A hybrid course focusing on strategic decision making related to revenue management in the hospitality industry. Revenue management has become an increasingly important area of decision-making for managers today. This course should improve your understanding of basic principles and practical tools for customer-centric revenue management as applied to services - particularly hotels and restaurants. Several high-impact revenue drivers will be covered. Emphasis will be placed on issues such as forecasting, differential-pricing, price management, and revenue optimization strategies.

Analysis of factors affecting food production and service in the food service industry emphasizing adherence to food quality and service. Evaluation of food products and commercial equipment. Planning and coordinating food production activities.

Analysis of factors affecting food production and service in the food service industry emphasizing adherence to food quality and service. Evaluation of food products and commercial equipment. Planning and coordinating food production activities.

Analysis of factors affecting food production and service in the food service industry emphasizing adherence to food quality and service. Evaluation of food products and commercial equipment. Planning and coordinating food production activities.

Analysis of factors affecting food production and service in the food service industry emphasizing adherence to food quality and service. Evaluation of food products and commercial equipment. Planning and coordinating food production activities.

Explore the vast array of meetings, conventions, and expositions. Learn the different venue types, approaches, and management group gatherings. Identify the role of convention and visitor bureaus, destination management companies, and service contractors.

Exposure to club management enterprises that provide member services and resources. Includes the methods and issues of management of private country clubs, city clubs and unique membership clubs.

Exposure to club management enterprises that provide member services and resources. Includes the methods and issues of management of private country clubs, city clubs and unique membership clubs.

Introduction to the many functions of planning special events. Emphasis on project scheduling and planning an actual event including its inception, site selection, contract negotiations, selecting suppliers, obtaining sponsorships, and budgeting.